SwapsUpdated 2 months ago

What is a swap?

Each full-time membership plan includes a set number of complimentary swaps. A "swap" refers to exchanging your current bag for a new one within a given payment period. Our Platinum membership, however, offers unlimited swaps.

Does my first bag count as my first swap?

Yes, when you place your first order, the bag you select will count as your first swap.

How do I swap it for a new bag?

Simply sign in to your COCOON account and check out with a new bag. You’ll need to return your current bag within two days (including Saturdays) via Royal Mail. Please refer to the instructions that came with your order, and return the bag in the original box (or a similar one), ensuring all old address labels are removed and the box is securely sealed with tape. The bag will be considered in your possession until you provide proof of postage. Once it’s returned, we’ll arrange next-day delivery for your new bag and send you an update once it's been dispatched.

If you're located within Zone 1-3, you're eligible for a direct swap, so your order won't have included a Royal Mail returns label. When you place a new order, you'll receive an email from us to select a convenient time window for the swap.

How many swaps do I have?

The number of complimentary swaps you receive each payment period depends on your membership plan. For instance, Deluxe Monthly members get 2 complimentary swaps per month, while Deluxe Quarterly members have 6 swaps to use at any time within their 3-month period. Keep in mind, your first bag order counts as your first swap. With our Platinum membership, you'll enjoy unlimited swaps.

How do I know when it's time to swap?

Each bag in the COCOON collection has an access limit of one month or three months. You'll be notified by email when it's time to swap. If you want to swap before you reach the end of a bag's access limit, go ahead! You can either use a complimentary swap or purchase an additional swap for £20 each, either here on our membership page or directly on any bag's page. 

What happens if I don’t use all of my swaps within my allocated billing period?

Use it or lose it. Dream bags wait for no one.

What is an Additional Bag Swap?

If you have run out of complimentary swaps for your current billing period, you can purchase additional Bag Swaps for £20 each (either on the membership page or on any bag’s page when you place the order). 

Can I swap for a bag in a different membership tier?

If you are a full-time member and you’d like to swap for a bag in a collection outside of your plan, simply add it to cart and you’ll have the option to upgrade to the relevant plan. Alternatively, you can choose to purchase a Bag Pass (from your second membership charge onwards), which allows you to access a second bag for a week at a time from any collection (including beyond your membership plan access).

Flexi members can purchase Bag Passes to access any bag in the full collection for one week at a time. Bag Passes are priced according to collection (Starter, Premium or Deluxe). For example, a Deluxe Bag Pass is priced at £55 and will give you access to any bag in the Deluxe collection for one week.